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Director, IT Services Management

Company: Becu
Location: Garland
Posted on: January 16, 2022

Job Description:

*Role can be remote in the DFW area only*

The Director, IT Service Management is responsible for developing strategy and operational excellence standards and best practices for BECU's Information Technology Service Level Management (ITSM) framework, in alignment with the credit unions agile methodologies. This role directs, guides, and develops teams and/or individual contributors in technology change, incident, problem, service level agreement, service improvement, service catalog, technology asset, policy, and procedure management. In addition, this role is responsible for establishing and driving the strategy for the teams products and services.

  • Perform all responsibilities by BECUs Performance Competencies, compliance, regulatory, and Information Protection requirements.
  • Provide ongoing coaching, mentoring, and training to develop and encourage employee performance. Meet with staff on a timely basis to conduct performance reviews.
  • Oversee the operational excellence across the Incident, Change, and Problem and Service Level Management Processes. Responsible for developing strategy, operational excellence, policy, and service delivery objectives for Incident, Change, Problem & Service Level Management Processes.
  • Accountable for identifying service opportunity areas and driving service improvement initiatives across the Technology division, using quantitative measurements and success criteria, and engaging cross-teams as needed. Ensure awareness and accountability through regular reporting to executives, the service owners, and the enabling teams.
  • Oversee the Technology Asset Management function, including the Configuration Management Database, and logical and physical asset management and tracking.
  • Lead the design, development, implementation, and governance of an operations process documentation library.
  • Manage the departments work intake process, ensuring requests align to roadmaps, backlogs, and credit union strategies and objectives, sizing the level of effort, and partnering with the departments enabling team on validating prioritization and capacity.
  • Manage IT's Service Level Agreements for business and technology-owned applications, including annual renewals, monthly SLA adherence reporting, lifecycle management, and on/off-boarding.
  • Partner with Product Owners on the teams roadmaps and backlogs that are consumer-centric, appropriately address technical debt and result in efficient and sustainable products and services. Influence partner roadmaps for alignment and viewing the holistic needs of the credit union.
  • Serve as an escalation point for, and communicates with, cross-functional teams to receive feedback and to consider alternative solutions.
  • Participate in key Technology and assigned business unit governance, planning, and initiative review teams, committees, and meetings.
  • Lead the team with agile methodologies in alignment with the credit unions guidelines. Infuse continuous improvement throughout the teams services. Leverage LEAN principles, value stream mapping, and other similar industry methodologies to increase efficiency and decrease waste.
  • Develop feedback mechanisms to consistently seek stakeholder and consumer feedback on the teams products and services, prizing and acting on them.
  • Remain knowledgeable on events, trends, and developments involving IT Service Level Management, IT Operations, and the technology industry. Recommend and advocate for emerging methodologies, technologies, and frameworks.
  • Identify, research, and resolve roadblocks that may arise and affect the teams services and delivery.
  • Oversee and ensure that operational metrics for the Service Level Management Teams products and services are established, maintained, and regularly communicated to stakeholders, consumers, and various levels of the organization. Where needed, develop and drive product and service improvement initiatives.
  • Participate in the annual plan and other budget planning cycles to support the credit unions needs and objectives. Identify ongoing efficiencies and opportunities to reduce cost and/or increase value to the business.
  • Manage product, tool, and service vendor relationships and contracts, partnering with vendor management, strategic sourcing, legal, risk, and business support services as needed.
  • Perform additional duties as may be assigned.
    • Bachelors degree in Business Administration, Computer Science, or related field or experience required. Masters Degree preferred.
    • Minimum eight years of experience in the Information Technology business/industry with focus in areas such as the IT Service Management framework, Process Management, Metrics Management, and Technology Operations maintenance required.
    • Minimum seven years of management experience required.
    • Solid understanding of the systems development life cycle required.
    • Demonstrated understanding of agile and product team roles, responsibilities, and operating models required.
    • Strong verbal and written skills to effectively communicate.
    • Keenness to stay current with developments in the technical and financial services industry.
    • Excellent conceptual, analytical, planning, and decision-making skills.
    • Ability to plan, organize, schedule, and implement multiple initiatives simultaneously required.
    • Effective leadership and negotiation capabilities.
    • Strong relationship management skills, including with internal and external partners. Advanced cross-team collaboration skills and ability to work in a matrixed environment.
    • Full-time hours are required, with additional hours and travel as necessary.
      EEO Statement:
      BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected statusby Jobble

Keywords: Becu, Garland , Director, IT Services Management, Executive , Garland, Texas

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